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ISEB ISEB-ITILV3F Exam Syllabus Topics:

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Order the following Continual Service Improvement (CSI) implementation steps into the
CORRECT sequence in alignment with the Plan, Do, Check, Act (PDCA) model.
1. Allocate roles and responsibilities to work on CSI initiatives
2. Measure and review that the CSI plan is executed and its objectives are being achieved
3. Identify the scope, objectives and requirements for CSI 4. Implement CSI enhancement

A) 3-1-2-4
B) 1-3-2-4
C) 3-4-2-1
D) 2-3-4-1

2. Who owns the specific costs and risks associated with providing a service?

A) The Finance department
B) The Service Provider
C) The Service Level Manager
D) The Customer

3. IT Operations Management have been asked by a customer to carry out a non-standard activity that will cause them to miss an agreed service level target. How should they respond?

A) Accept the request as they must support customer business outcomes
B) They should escalate this decision to Service Strategy
C) Refuse the request because they must operate the service to meet the agreed service levels
D) Make a decision based on balancing stability and responsiveness

4. Major Incidents require:

A) Separate procedures
B) Less documentation
C) Less urgency
D) Longer timescales

5. The difference between service metrics and technology metrics is BEST described as?

A) Service metrics measure processes and functions; Technology metrics measure server and network availability
B) Service metrics measure each of the service management processes; Technology metrics measure the infrastructure
C) Service metrics measure the end to end service; Technology metrics measure individual components
D) Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

Solutions: